Jun 2021 – Sep 2023 · 2 yrs 3 mos · Delhi, India · On-site

• Customer Experience Advisor and Customer Advocate | Complete end to end Contact Center Technology Cloud- SaaS and premise setup and help organizations to choose best in class Tier1 Solution:
• Avaya, Cisco, Alvaria (formerly Aspect & Noble Systems), Genesys, NICE, Nuance, Verint, Audio Codes, Microsoft, Oracle and many more...

Jan 2009 – May 2012 · 3 yrs 4 mos

• Key Responsibilities in Client Services and Project Management:
• Created and accountable lead product support specialist team to productive bridge Client Services and Product support efforts & more efficiently achieve business goals successful, satisfied, paying customers & robust, scalable support for Indian customers.
• Assign, monitor and track progress against service level agreements achieving 99% on time delivery.
• Work with team to ensure they have a clear understanding of the process and timelines.
• Manage the change control process as per the contractual requirements.
• Lead restructuring initiative to shift service model to a sleek team of specialist, improving the customer experience and promoting Agile, user- focused customer support services.
• Trained and managed off-shore end user support team to manage 99% of customer issues at reduced cost and increased satisfaction.
• Engaged directly with elite customers to enhance and finesse social next generation new product and upgrades. Provide effective performance feedback and coaching. Mentoring.
• Communicate effectively with client, project owners/ stake holders and leaders regarding all aspects of the overall project status, risk, issues and schedule and on time delivery.
• Create detailed project plans and custom reports in MS project. Produce daily status reports and program dashboards. Track hours worked, budget, scope changes, schedule, resource and quality.
• Conduct weekly status meetings with each operating company to drive the schedule company to drive the schedule, manage issue logs, risk registers and gather work performance data.
• Manage project completion, delivery, testing and GO LIVE and support turnover and Signoffs.

Jun 2007 – May 2021 · 13 yrs 11 mos

• Noble Systems Corporation ( Now ALVARIA Inc.) served for more than 30 years and global leader with No # 1 position in North America in Outbound market for consecutive 7 years in a row and awarded-recognized by Frost and Sullivan. Noble Systems serving in the customer communications industry, providing innovative software solutions for Contact Center, Workforce Engagement, Analytics and Gamification technologies.
• Key Responsibilities
• Channel Partner Sales
• Operations Management.
• Customer Account Management and Client services
• Direct Sales – new customers logo WINs and existing customer’s UP Sales - Cross Sales.
• Business development daily activities and reporting from team and support them to achieve goals.
• HR functions and team management for department KPIs and goal achievements.
• Company Accounts, Invoicing, customer payment follow ups and revenue collections.
• Support management and successful KPIs annual achievement from team.
• PM and Projects – successful Implementations and upgrade’s of project with company policy and internal approvals and check.
• Deeply involved with team on CRM, database, websites, Linux OS/ Microsoft Windows OS, shell scripts, programs, Disaster Recovery management, MIS reports and complex integrations on customer requirement and successful implementation and delivery.
• Documentation write up, modification and check approvals for techno commercial document, FDS (functional design specification), contracts, NDA/ MCA, composite agreements.
• Getting reports from Support, Solution Engineering, Training, Implementation team, and Sales Deptt. Accounts, HR, vendors and company’s contracted partners and submit reports to corporate office concerned department executives.
• Managing company operating expenses at lowest possible and make company profitable by generating more and more revenue.
• Reporting to GM & Head, EMEA in England, UK. And part of global executive team.

Jun 2007 – Jan 2009 · 1 yr 7 mos

• Key Responsibilities:
• Team Management
• System Support Issues and Ticketing system update
• Complete System Installation, Integration, Configuration, Testing & Go Live
• Working on Root Cause Analysis
• Troubleshooting issues and working on resolution to fix on priorities
• Following department procedure and support guidelines
• Maintaining Support KPI and customer feedbacks
• Customer Experience Enhancement program updates.

Apr 2005 – May 2007 · 2 yrs 1 mo · New Jersey, United States

• Vortalsoft Inc. a USA based company and Partner of Aspect Software. worked here as Manager, Technologies and customer support service with following responsibilities:
• Aspect Concerto 5.2 installation and system handover to new customers
• Aspect Software upgrades at client office PAN India
• Training to Customers on Concerto 5.2 on Director application and System handling
• Post Installation Training on product to customer and Day to Day Support to new and existing customers
• Cloud Implementations of Aspect Concerto Software using RDP and multi session logins.
• Reporting to company Director

Aug 2004 – Apr 2005 · 8 mos · Delhi, India

• Max Limited UK is a UK based call center in India and working on UK campaigns on Energy and Insurance.
• Role and Responsibilities :
• Entire IT infra and network maintenance and setup
• Predictive Dialer / call center Software Solution Management
• Call Center campaigns management for business process and Call Center Administration management

Feb 2002 – Apr 2004 · 2 yrs 2 mos · Gurugram, Haryana, India

• Lakshay Callsoft Pvt Ltd. a 200 seats International Call Center running USA Business Process in gurugram, India. Worked as Head of Technology Deptt. in IT infrastructure and Call center Dialer operations and Company Administration reporting to CEO

Jan 2001 – Jan 2002 · 1 yr · Sikanderpur, Gurgaon, Haryana, India

• Key Responsibilities:
• Worked as Project Head on Voice to data for IBM Research and Analytics Process and Data Processing in LPO
• Managed team of 40 executives for project execution and delivery
• Managed and successful delivery of OCR project on paper to digital transformation and PDF to word conversion for corrections and accuracy on data.

Jun 1997 – Aug 2001 · 4 yrs 2 mos · New Delhi, Delhi, India · On-site

• Managed Data processing projects of Bihar Govt Voter List Digitization
• Manged team of 45 Data Processing executives
• Managed and build Data processing software on foxpro and support
• Managed Company's Automobile business vertical for 2 years for PAN India services and deliveries of vehicles
• Managed Finance, Inventory and Accounting for Company from April 1998 to December 1999
• Successfully handled departments and keep company growth and profitability up.